Hiscox
Claims Quality Assurance Manager
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Claims Quality Assurance Manager
Claims Quality Assurance Manager
Permanent | Full-Time | London (Hybrid)
About the Role
"Build a brilliant future with Hiscox"
The Claims Quality Assurance Manager (permanent, full-time) will spearhead the quality assurance and governance of claims handling within Hiscox, driving excellence, compliance, and continuous improvement across an international specialist insurer.
Reporting to the Group Head of Claims Quality Assurance & Governance, this role ensures adherence to internal best practices and regulatory standards while fostering a culture of operational rigour and innovation.
The Team
The Quality Assurance & Governance team is composed of experts committed to elevating claims quality across Hiscox’s global operations. Responsibilities include:
- Act as a central reference for best practices, calibration, and claims governance.
- Collaborate with stakeholders across business units to promote standardized processes.
- Offer extensive exposure to diverse insurance products (especially London Market specialisms).
- Based in London, York, Colchester, Europe, and US, the team thrives on adaptability and partnership.
Key Responsibilities
1. Claims Quality Auditing & Compliance
- Conduct internal and third-party processor (TPA) audits to assess claims files against Hiscox’s Best Practices and regulatory requirements.
- Ensure calibration and accuracy of scoring through re-review mechanisms.
- Identify trends, gaps, and risks, proposing corrective actions to drive improvement.
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2. Data Reporting & Stakeholder Collaboration
- Produce management information (MI) and analytics to highlight areas for improvement.
- Share key findings with senior management and claims teams to drive remediation efforts.
- Work with leadership to develop and deliver training programmes for claims teams.
3. Continuous Improvement & Strategic Account Reviews
- Lead policy and process refinements, including identifying training needs for teams.
- Support the London Market (LM) claims function, ensuring alignment with regulatory environments.
- Conduct strategic account reviews to uphold practitioner standards.
4. Technical &Operational Expertise
- Maintain a comprehensive understanding of LM claims processes, products, and systems.
- Stay updated on legal and regulatory obligations affecting insurance operations.
Who You Are
We’re looking for a pragmatic, solution-driven leader with:
- Deep experience in claims quality assurance, ideally within the London Market.
- Exposure to multi-stakeholder environments, including internal and external teams (e.g., TPAs).
- Strong relationship-building skills for influential negotiations and commercial awareness.
- Analytical core ability to drive actionable insights while remaining collaborative.
- Leadership experience in supervising teams, including constructive coaching and coaching.
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About Hiscox
Hiscox is an international specialist insurer built on creativity, integrity, and resilience. We insure the unique and valuable, partnering with experts across industries we understand.
Why Join Us?
✨ Nonconformist culture: We challenge norms and chase better ways. ✨ Hybrid working: Flexible models tailored your way—aligning structure with independence. ✨ Diversity & inclusion: Disrupting the way we hire and work. ✨ Mass-market resistance: Founded in 1901, growing with ambition, authenticity, and big thinkers.
We’re growing globally, with 3,000+ employees and 32 offices across 12 countries. Join us to prioritise values, innovation, and courage.
Ready for a Brilliant Future?
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